{"id":568720,"date":"2026-10-19T11:45:45","date_gmt":"2026-10-19T11:45:45","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?post_type=research-and-insight&#038;p=568720"},"modified":"2026-10-19T11:48:06","modified_gmt":"2026-10-19T11:48:06","slug":"modernizacion-de-la-base-de-conocimientos-en-el-centro-del-centro-de-servicios","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/modernizacion-de-la-base-de-conocimientos-en-el-centro-del-centro-de-servicios\/","title":{"rendered":"Modernizaci\u00f3n de la base de conocimientos en el centro del centro de servicios"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Service-desk-web-banners.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:47% 31%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Cloud<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Modernizaci\u00f3n de la base de conocimientos en el centro del centro de servicios<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Modernizing-the-knowledge-base-at-the-center-of-the-service-desk-Oct-26-Final.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><span>Descargar PoV<\/span><span class=\"type\">1 MB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1250837\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1250837\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 id=\"h-el-conocimiento-es-el-eje-de-un-centro-de-servicios-eficaz\" class=\"wp-block-heading\">El conocimiento es el eje de un centro de servicios eficaz.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Ya sea que la asistencia sea brindada por agentes humanos, por IA o mediante una combinaci\u00f3n de ambos, su eficacia depende, en \u00faltima instancia, del conocimiento en el que se sustenta. Este constituye la base para ofrecer una buena experiencia de soporte, tanto para los agentes como para los usuarios.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sin embargo, los procesos tradicionales de gesti\u00f3n del conocimiento son en gran medida manuales y requieren mucha mano de obra, lo que genera un entorno dif\u00edcil para ofrecer asistencia proactiva y resoluciones r\u00e1pidas.<\/p>\n\n\n\n<h3 id=\"h-impulsar-un-servicio-mas-inteligente-mediante-la-gestion-del-conocimiento\" class=\"wp-block-heading\"><strong>Impulsar un servicio m\u00e1s inteligente mediante la gesti\u00f3n del conocimiento<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Establecer una funci\u00f3n centralizada de gesti\u00f3n del conocimiento es clave para ofrecer experiencias de soporte positivas. Los agentes de soporte pueden ser mucho m\u00e1s eficaces y sentirse m\u00e1s realizados en sus funciones si cuentan con un acceso r\u00e1pido a una base de conocimientos fiable.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Con una base de conocimientos confiable como eje central, un centro de servicios impulsado por inteligencia artificial va m\u00e1s all\u00e1 de las respuestas predefinidas para ofrecer un soporte personalizado y proactivo.<\/p>\n\n\n\n<h4 id=\"h-marco-del-centro-de-gestion-del-conocimiento-kmc-de-capgemini\" class=\"wp-block-heading\"><strong>Marco del Centro de Gesti\u00f3n del Conocimiento (KMC) de Capgemini<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Nuestro marco KMC ayuda a establecer una base de referencia sobre c\u00f3mo se gestiona el conocimiento dentro de la organizaci\u00f3n. Este marco estructura el conocimiento y facilita su localizaci\u00f3n, identifica y aborda las brechas existentes, eval\u00faa cada interacci\u00f3n y mejora de forma continua con el paso del tiempo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El Centro de Gesti\u00f3n del Conocimiento dota a nuestro Service Desk basado en IA de la informaci\u00f3n, el conocimiento y el contexto necesarios para ofrecer siempre la soluci\u00f3n adecuada, lo que permite un soporte de TI m\u00e1s proactivo, personalizado y eficiente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Descubre estrategias pr\u00e1cticas y perspectivas de expertos en nuestro an\u00e1lisis m\u00e1s reciente, elaborado por Katarzyna Zelazny y Maciej Kafel.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/10\/Modernizing-the-knowledge-base-at-the-center-of-the-service-desk-Oct-26-Final.pdf\" target=\"_blank\" rel=\"noopener\">Descargar ahora<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Ponte en contacto con nuestros expertos<\/h3><p class=\"description\" data-maxlength=\"210\">Obt\u00e9n m\u00e1s informaci\u00f3n sobre c\u00f3mo crear una base de conocimientos s\u00f3lida y confiable para el soporte basado en IA en tu empresa.<\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn action-valid\" href=\"mailto:infra.global@capgemini.com\" target=\"\" rel=\"noopener noreferrer\" aria-label=\"Contacta con nosotras sobre Ponte en contacto con nuestros expertos\" title=\"abrir en una nueva ventana\" data-maxlength=\"24\" tabindex=\"0\"> Contacta con nosotras <\/a><\/div><\/div><\/div><\/section>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Modernizaci\u00f3n de la base de conocimientos en el centro del centro de servicios<\/p>\n","protected":false},"author":440,"featured_media":568721,"template":"","meta":{"cg_dt_proposed_to":[25],"cg_seo_hreflang_relations":"[{\"uuid\":\"86983a4c-6111-4422-9d83-b9685d28fbe6\",\"blogId\":\"28\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/mx-es\/\",\"postLink\":\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/modernizacion-de-la-base-de-conocimientos-en-el-centro-del-centro-de-servicios\/\",\"postId\":568720,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"},{\"uuid\":\"10d413c3-e122-4502-9ce6-5a28ac691aae\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/research-and-insight\/modernizing-the-knowledge-base-at-the-center-of-the-service-desk\/\",\"postId\":1250837,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":true,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":61,"primary_term":"Cloud","featured_focal_points":""},"tags":[],"research-and-insight-type":[78],"theme":[61],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-568720","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-cloud"],"yoast_head":"<!-- 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